FAQ's
My Account
Do I need to create an account to place an order?
Not necessarily! You can breeze through checkout as a guest, but why not make life easier? Create an account with Ruby Suleiman, and you’ll never have to re-enter your details. Plus, you’ll enjoy a smoother shopping experience with quick order history access and personalized recommendations.
How do I set up my account?
Setting up your Ruby Suleiman account is as simple as sipping your favorite tea! Just follow these easy steps:
- Click on ‘Login’ at the top of the page.
- Select ‘Sign Up’.
- Fill in your details on the account creation page.
- Hit ‘Sign Up’, and voilà, you're ready to shop!
Forgot your password?
No worries! Simply click ‘Forgot Password’ on the sign-in page, pop in your email, and follow the instructions sent to your inbox. You’ll be back to shopping in no time.
Can I update my account details?
Absolutely! Just sign in to ‘My Account’, where you can update your details anytime. If you need to change your delivery address after placing an order, contact our customer service team immediately, and we’ll do our best to assist before your order is processed.
How can I view my order history?
Once logged in, head over to ‘My Account’. There, you’ll find all your past and current orders neatly listed. Please note that this feature is available to registered customers only, not guest checkouts.
What are the benefits of registering an account?
When you create an account, you unlock a world of convenience! Save your delivery and billing details for faster checkout, track your orders with ease, and get access to special promotions and early notifications about new collections.
Placing an Order
How do I place an order?
Found something you love? Here's how to get it into your hands:
- Sign in to your Ruby Suleiman account.
- Choose your desired items and click ‘Add to Cart’.
- Review your cart, and when you’re ready, click ‘Proceed to Checkout’.
- Enter your billing and delivery information.
- Provide your payment details.
- Review everything, then click ‘Submit’.
Can I place an order over the phone?
Absolutely! If you prefer a more personal touch, give our customer support team a call, and they’ll be happy to assist you with placing your order.
How do I know my order was placed?
You’ll receive an order confirmation via email within an hour of placing your order. If you don’t see it, check your spam folder. Still no email? Don’t fret—your order is still with us. Give our customer support team a call for confirmation.
What’s the difference between Order ID and Tracking ID?
Your Order ID is your unique reference number received when you place an order. Once your order ships, you’ll get a Tracking ID via email to follow your parcel’s journey.
Can I cancel or modify my order?
You can cancel your order before it’s shipped, typically by 4 pm on the next working day. Unfortunately, once an order is processed, we can’t combine or modify it. If you wish to make changes, cancel within 24 hours and place a new order.
How can I check the status of my order?
Log in to your account and head to the ‘Order History’ section. Here, you can view the status of your current and previous orders. For guest checkout, you’ll need to contact customer support to check your order status at Order@rubysuleiman.com or call us with your order number.
What should I do if I encounter issues while placing an order?
If you run into any trouble while placing your order, don’t hesitate to reach out to our customer support team. They’re here to help you through every step of the process!
Payments
What payment methods do you accept?
We offer several convenient payment options:
- Cash on Delivery (COD) for Pakistan orders only.
- Online payments via Visa and MasterCard (Debit/Credit).
Is my payment information secure?
Absolutely! Your payment details are encrypted and processed with the highest level of security. Rest assured, your data is safe with us.
What should I do if my payment fails?
Double-check your payment details. If your account is debited despite a failure, don’t worry; it’s typically reversed within 7 business days. If you need help, email us at support@rubysuleiman.com or call us with your order number.
Can I use multiple payment methods for one order?
Currently, we only accept one payment method per order. If you need to use different methods, consider splitting your purchase into separate orders.
Do you offer Cash on Delivery internationally?
Unfortunately, Cash on Delivery (COD) is only available for orders within Pakistan. International customers can complete their purchase using our secure online payment options.
Delivery Duration
How long does delivery take?
Local orders typically arrive in 3-5 days, while international orders take 7-10 days. We process orders within 24 hours, with delivery usually scheduled for the next working day. Please note, timely delivery depends on stock availability and payment authorization.
Are there delivery charges?
We offer free delivery on orders over PKR 3,000 within Pakistan. For smaller orders, a flat rate of PKR 150 applies. International delivery charges are calculated at checkout based on your location and order weight.
How can I track my order?
Once your order is dispatched, you’ll receive a Tracking ID via email or SMS. Use this on the AHL and Trax (for local) or DHL (for international) websites to track your package.
What if I’m not available to receive my delivery?
Our delivery agents will make two attempts to deliver your parcel. If you’re unavailable both times, the item will be returned to us. Ensure your delivery address is accurate to avoid missed deliveries.
Do you ship internationally?
Yes, we do! We ship worldwide through DHL, ensuring your Ruby Suleiman treasures reach you wherever you are.
Can I change my delivery address after placing an order?
If you need to change your delivery address, please contact our customer support team as soon as possible. We’ll do our best to accommodate your request, provided the order hasn’t been processed yet.
Returns and Exchanges
What is your return and exchange policy?
We want you to love your purchase! However, we currently do not offer returns. Exchanges are allowed within 10 days if the item is faulty, damaged, or different from what was ordered. Please see our Exchange Policy for more details.
How do I initiate an exchange?
If you need to exchange an item, contact our customer support team within 10 days of receiving your order. Provide them with your order details and reason for the exchange, and they’ll guide you through the process.
Are there any items that cannot be exchanged?
Yes, certain items are non-exchangeable, including:
- Discounted or sale items
- Unstitched fabric after it has been stitched
- Jewelry Please check our Exchange Policy for the full list of non-exchangeable items.
Who covers the delivery costs for exchanges?
For exchanges, the customer is responsible for all delivery and handling costs. We recommend using a trackable delivery service to ensure your item reaches us safely.
Product Information
How do I find the right size?
Check out our detailed Size Guide available on each product page. If you’re still unsure, our customer support team is here to help with sizing advice.
Can I get more information about a product?
Of course! Each product page includes detailed descriptions and care instructions. If you need more info, feel free to contact us, and we’ll provide you with everything you need to know.
What if the product I want is out of stock?
If an item you love is out of stock, keep an eye on our website or sign up for restock notifications. We frequently update our inventory, and your favorite piece might be back sooner than you think!
Do you offer custom or made-to-order items?
Currently, we offer custom options for our Bridal and Wedding Formal collections. For more details, please contact our customer support team to discuss your specific requirements.
Online Security
How does Ruby Suleiman protect my data?
Your personal and payment information is protected by robust security measures. Only authorized personnel have access to this data, and we never share it without your consent.
What are cookies, and how do you use them?
Cookies are small text files saved on your device to enhance your browsing experience. We use them to remember your preferences, but don’t worry—they don’t store personal information. You can easily clear cookies from your browser at any time.
Is my personal information shared with third parties?
We take your privacy seriously. Your personal information is never shared with third parties without your consent, except for processing your order (such as with payment gateways and delivery services). For more details, check our Privacy Policy.